Tier 3 technicians attempt to duplicate problems and define root causes, using product designs, code, or specifications. Support personnel with deep knowledge of the product or service, but not necessarily the engineers or programmers who designed and created the product.Īccess to the highest technical resources available for problem resolution or new feature creation. If no solution is available, tier 2 support escalates the incident to tier 3. Lower-level technical personnel, trained to solve known problems and to fulfill service requests by following scripts.Įxperienced and knowledgeable technicians assess issues and provide solutions for problems that cannot be handled by tier 1. If no solution is available, tier 1 personnel escalate incidents to a higher tier. Support for basic customer issues such as solving usage problems and fulfilling service desk requests that need IT involvement. Tier 1 personnel respond to requests received through email, web sites, or social media.īasic help desk resolution and service desk delivery Moderators are used to monitor customer forums. Tier 0 requires technical and marketing resources to create, maintain, and update product information.Ī development team handles web site and app creation. Users also use apps to access service catalogs where they can request and receive services without involving the IT staff.Įmail, web forms, and social contact methods such as Twitter, LinkedIn, etc., are used to send questions and requests to upper support tiers or company personnel.Ĭustomer forums allow users to crowdsource solutions, usually without input from company personnel. Users retrieve support information from web and mobile pages or apps, including FAQs, detailed product and technical information, blog posts, manuals, and search functions. With some variations, a typical IT Support infrastructure is usually organized around the following support tiers:
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